Heart of the Customer
DECEMBER 21, 2020
Given the year we’ve had, we need to talk hygiene. Because I suspect you’ve been neglecting it. Not because of the sweatpants you wore in that Zoom meeting, or that you don’t always sing “Happy Birthday” twice when you wash your hands. I mean digital hygiene, and the need to clean your data. Each of […]. The post 2021: The Year of CX Data appeared first on Heart of the Customer.
Totango
DECEMBER 10, 2020
Now, perhaps more than ever before, retaining customer loyalty is the key to maintaining a thriving business. In today’s web-based business world, clients are able to view other product choices with astonishing ease, while competitors are constantly prowling for new customers with high profile marketing campaigns. Compounding both of these factors are the economic effects of COVID-19, which have caused a significant number of companies to reduce their budgets over the course of the year.
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eglobalis
DECEMBER 25, 2020
Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience , employee experience , artificial intelligence , ethics , customer centricity. The post Adopting AI Responsibly to Prevent Risks to Your Brand and Customer Experience appeared first on Eglobalis.
GetFeedback
DECEMBER 16, 2020
COVID-19 catapulted CX to the top of company priorities—but are these trends here to stay? Find out three top findings from our recent CX study and discussion with senior CX leaders.
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In 2025, contact centers aren’t just changing—they’re being rebuilt by AI. This no-fluff, executive-ready guide shows you how to capitalize on the transformation. Inside: proven ROI calculators, workforce optimization tactics, deflection strategies, and a 90-day AI deployment plan. Built for CIOs, COOs, CX leaders, and contact center strategists, it goes beyond buzzwords into play-by-play implementation.
Experience Investigators by 360Connext
DECEMBER 8, 2020
Within the natural cycles of any business, there are times that offer a chance to review, reflect and recharge. Some of the most common moments include: The end of the calendar year. The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Storyminers
DECEMBER 14, 2020
Please don’t read ahead. I’m going to give you bullet points on a retail healthcare innovation that’s just been made public. You’ll get the gist of it. Then, I’ll ask you a few questions. You won’t have to write or do anything. Just think about them for a minute. Finally, I’ll show you the same innovation, but this time as a story. Ready? Here goes. –The innovation is to blend traditional pharmacy with a holistic medicine shop. –The pharmacists would know both approaches. –They
Calabrio
DECEMBER 8, 2020
Originally deployed primarily by larger or more sophisticated contact centers, analytics quickly emerged as a “must-have” application for modern customer service teams. Yet confusion still surrounds the optimal functionalities these analytics must have. Look at the term “real-time feed.” You’ve probably heard contact center system vendors touting their ability to provide real-time feeds of data.
eglobalis
DECEMBER 21, 2020
IoT Is Transforming Operations, Customer Experience and Employee Experiences, Efficiency and generating Growth. The post IoT Is Transforming Operations, Customer and Employee Experiences, and Generating Growth appeared first on Eglobalis.
GetFeedback
DECEMBER 1, 2020
How to prepare for your customers' changing expectations in the New Year according to Forrester’s 2021 CX predictions.
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What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
C3Centricity
DECEMBER 1, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” In it, I compared the positive and negative implications of technology for customers and companies alike. So this week I wanted to write about the impact of smart choices for business in general.
Alida
DECEMBER 10, 2020
At the beginning of 2020, Vision Critical made the strategic decision, guided by new leadership , to continue to help brands deeply understand their customers AND make it easier for them to manage the end-to-end customer experience. As part of this vision, our new brand, Alida , was unveiled to the world in September. By that time, we had successfully executed 3 on-time, compelling product releases, and unveiled our fourth product release the next month.
Kerry Bodine
DECEMBER 30, 2020
It’s been… a year. And while it feels a bit odd to celebrate 2020 with a “Best of” post, I wanted to share the Bodine & Co. content that CX professionals leaned on most during this trying time. Because as it turns out, customer experience is even more important during a pandemic than it ever was before. I hope these posts inspire your own work during the year ahead!
Calabrio
DECEMBER 10, 2020
This guest post is authored by Steven Kaish , SVP, Product Marketing & Technical Partners at Glia. ‘A change will do you good,’ sang Sheryl Crow in the 90s. Since then, we’ve experienced entire paradigm shifts in technologies, which in turn have fueled a complete and ongoing transformation of the contact center. Nostalgia aside, the changes have been mostly positive, especially for those willing to embrace the new opportunities they have provided.
Speaker: Aja Bradley Kemp, Founder & Chief Experience Officer at Conversate Collective
In a world where every brand is vying for attention, how do you make your events stand out? ✨ From creative swag strategies to immersive brand experiences, the key lies in fostering real connections that inspire action and leave a lasting impression. Whether you're planning a large-scale conference or an exclusive executive gathering, this session will explore how to elevate event engagement, strengthen brand perception, and maximize ROI.
Storyminers
DECEMBER 21, 2020
It’s hard to move your business forward when the people who want to support you want to charge you more than your business model allows. Sometimes, it feels like you can either pay others or pay yourself. Well, you don’t have to make that tough choice any longer. Now, you can get the support you need without breaking the bank. iWorker (one of our affiliates) has been supplying us with administrative and special services support for over a year now.
GetFeedback
DECEMBER 14, 2020
Simplifying CX YouTube series video highlighting 2021 CX predictions.
NICE inContact
DECEMBER 9, 2020
When history is written about the pandemic, there will be chapters on the increasing importance of customer service, adaptation, and the evolving role of contact centers in the quest to survive. Stories of automating routine tasks and providing automated self-service options, while highlight how contact center focused on enhancing personal CX by allowing agents to do their best work will be a focal point for businesses.
Lumoa
DECEMBER 9, 2020
As every customer experience professional knows, surveys represent an invaluable tool for improving the customer experience , by understanding the strong and weak points about your business, and ultimately boosting revenues. Questions posed in surveys tend to take a range of different forms, with the most popular being multiple choice questions. However, although widely used, multiple choice questions alone are not always able to produce the helpful data you need to make smart business deci
Speaker: Jennifer Hodroge, Omni-Channel Strategic Leader, Forrester CX Certified
Marketers know that personalization is the key to engagement—but with limited budgets and time, how do you prioritize what, where, and how to personalize? Aligning your content, campaigns, and buyer experiences requires a deep understanding of customer needs. In this new webinar with expert Jennifer Hodroge, we’ll explore how to leverage insights and customer journey mapping to build personalization strategies that deliver real impact.
Heart of the Customer
DECEMBER 28, 2020
I admit it – I’m a child of the ‘80s. We’ve got 150+ stations on our satellite radio, but it stays tuned to 80s on 8 or First Wave, except for those rare occasions when I stray to the ‘70s or ’90s stations. (Much to the chagrin of my wife, who has broader musical tastes. But marriage is compromise, right?) During the pandemic, I’ve been listening even more, […].
Experience Investigators by 360Connext
DECEMBER 15, 2020
Listen to this article. There are times when it’s important to pause, calibrate, and plan for what’s next. The end of the calendar year is a great time for this, but there are others: The end of your fiscal year. As you wrap one quarter and prepare for the next. Before budgeting season. Any time changes demand you assess and adjust your goals, strategy, and tactics.
Storyminers
DECEMBER 7, 2020
The coronavirus pandemic is forcing each of us to respond to change. It is causing many of us to become leaders. In “ What We Say And How We Say It Matters More Than Ever ” (and in the accompanying video), you’ll learn about how to frame communications, not as a chore or a pattern. Instead, we’ll remind you how to communicate in profoundly human terms.
GetFeedback
DECEMBER 21, 2020
Simplifying CX YouTube series video highlighting tips for building your 2021 customer experience strategy.
Advertiser: ZoomInfo
Savvy B2B marketers know that a great account-based marketing (ABM) strategy leads to higher ROI and sustainable growth. In this guide, we’ll cover: What makes for a successful ABM strategy? What are the key elements and capabilities of ABM that can make a real difference? How is AI changing workflows and driving functionality? This Martech Intelligence Report on Enterprise Account-Based Marketing examines the state of ABM in 2024 and what to consider when implementing ABM software.
TechSee
DECEMBER 28, 2020
“You’ve reached Service Enterprises. Your call is important to us. For sales support, press 1. For product support, press 1. For technical support, press 1. For account updates, help with installation, or billing activities, press 1.” While most IVR systems don’t sound like this yet, the possibility is not that far off. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional re
Beyond Philosophy
DECEMBER 11, 2020
When I was in corporate life, my boss asked me to improve the Customer Experience and do it for the least cost. I remember thinking, “Ok. Sure, but….what is a Customer Experience?” Nobody knew back then. I defined it for myself as the mix of rational and emotional parts of an interaction with a customer, which later became my first book, Building Great Customer Experiences (Palgrave Macmillan, 2002).
Comm100
DECEMBER 8, 2020
Owning a business is not a piece of cake. It takes careful management of a lot of moving parts. It takes patience and dedication. Plus, streamlined processes to get things rolling in the right direction. And with so much work, it’s no wonder that the need for simpler solutions has become essential to a business’s success. Enter automation. Using artificial intelligence to make business processes more efficient is no longer a thing of the future.
Experience Investigators by 360Connext
DECEMBER 1, 2020
Are Customer Journey Maps Really Necessary? My client had just returned from a presentation to her executive committee. She was defeated, and realized she made a misstep in trying to get resources for a journey mapping initiative. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.
Speaker: Becky Parisotto and John Vurdelja
Fulfillment is no longer just about getting products from point A to point B – it's about crafting seamless, scalable, customer first experiences. Flexible fulfillment strategies are more important than ever for those aiming to stay ahead and build resilience as retail enters a new era in 2025. Learn how to optimize fulfillment processes, tackle complex, multi-vendor orders, and create seamless customer experiences – from white-glove delivery for high-value items to quick-ship solutions for ever
Storyminers
DECEMBER 10, 2020
The post IBTM Keynote: Mike Wittenstein appeared first on StoryMiners.
GetFeedback
DECEMBER 7, 2020
Customer feedback prompted changes that resulted in month-over-month revenue growth for Mylo.
NICE inContact
DECEMBER 16, 2020
It's tempting to put 2020 behind us and move on, but before you get out your shovel and put it in the ground, you should do some honest lessons learned about the past year and use the information to guide your 2021 contact center investments.
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